Experience Investigators by 360Connext

JANUARY 23, 2015

'We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 236

Customer Care Social Media Marketing Conference 236

Experience Matters

JANUARY 22, 2015

'Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the customer (VoC) program. This video highlights our model for creating a VoC program, called the 6D’s: Detect , Disseminate , Diagnose , Discuss , Design , and Deploy. Also, check out our VoC/NPS Program Resources. The bottom line : Great companies learn from, and act upon, the voice of their customers.

Customer Connectedness 232

Customer Connectedness Video NPS Groups 232

InMoment XI

JANUARY 23, 2015

Anybody who watches ESPN’s College Game Day has heard that phrase uttered many times. Analyst and former head coach Lee Corso says this when he is about to disagree with pre-game predictions made by one of his other co-hosts. I am reminded of this catchphrase each time I read or hear of the imminent demise. View Article.

B2B 200

B2B 200

ijgolding

JANUARY 21, 2015

'Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Hotels 199

Hotels Customer Experience Customer Retention Customer Journeys 199

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Experience Investigators by 360Connext

JANUARY 21, 2015

'Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journeys 225

Customer Journeys Airlines Travel Social Media 225

InMoment XI

JANUARY 23, 2015

Anybody who watches ESPN’s College Game Day has heard that phrase uttered many times. Analyst and former head coach Lee Corso says this when he is about to disagree with pre-game predictions made by one of his other co-hosts. I am reminded of this catchphrase each time I read or hear of the imminent demise.

200

200

Storyminers

JANUARY 21, 2015

'James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. But he’s never thrilled them like this before.

Social Media 206

Social Media Customer Experience Design Analysis Customer Engagement 206

Experience Investigators by 360Connext

JANUARY 19, 2015

'The following is a Best of 360Connext post. As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Actually, scratch that. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 222

Social Media Customer Service Call Center Study 222

C3Centricity

JANUARY 19, 2015

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?

Loyalty 192

Loyalty Examples Customers Customer Experience 192

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Customers

InMoment XI

JANUARY 23, 2015

Anybody who watches ESPN’s College Game Day has heard that phrase uttered many times. Analyst and former head coach Lee Corso says this when he is about to disagree with pre-game predictions made by one of his other co-hosts. I am reminded of this catchphrase each time I read or hear of the imminent demise.

200

200

Experience Matters

JANUARY 19, 2015

'Whether or not you are celebrating Martin Luther King Day (It’s a Temkin Group holiday), it’s a great opportunity to reflect on some of MLK’s inspiring messages. I find that his words of change, personal accountability, and love hold true across many settings, including how we run our organizations. Last year, I mapped some of MLS’s quotes into our four CX competencies.

Groups 186

Groups Measurement Customer Experience Customers 186

Customer Bliss

JANUARY 22, 2015

'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.

Chief Customer Officer 169

Chief Customer Officer Customer Journeys Leadership Culture 169

Michelli Experience

JANUARY 20, 2015

'So would you? Would you have your wedding at Starbucks? How about your reception? Lets switch venues, how about at Taco Bell or Subway? While I have never heard of a Taco Bell reception, I have been tracking the phenomena of Starbucks weddings and receptions since I worked on my first book about the company [.

Brands 168

Brands Company 168

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Communication

InMoment XI

JANUARY 21, 2015

The North American International Auto Show is on right now in Detroit. Since there is so much good product out there, what becomes the differentiator? A few thoughts from the floor of the show. Until next time. @christravell.

Video 200

Video Automotive 200

Who's Your Gladys?

JANUARY 20, 2015

'Are your leaders measuring and reinforcing an engagement strategy? Are coworkers treating each other with as much respect as they’re expected to treat customers? Are any “bad apples” (certain employees, vendors, or clients for example) spoiling wellbeing in the workplace? You might be thinking, “Some do. Some don’t. So what? We aren’t living in a fairy tale!”.

Engagement 164

Engagement Strategy Employee Engagement Measurement 164

Experience Matters

JANUARY 22, 2015

'Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Submission are due by March 5th.

Groups 181

Groups Customer Experience Customers 181

Customer Bliss

JANUARY 20, 2015

'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.

Customer relationships 154

Customer relationships Policies Customer Confidence Innovation 154

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

InMoment XI

JANUARY 21, 2015

The North American International Auto Show is on right now in Detroit. Since there is so much good product out there, what becomes the differentiator? A few thoughts from the floor of the show. Until next time.

Video 200

Video 200

CX Journey

JANUARY 23, 2015

'Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are? There''s a marketing maxim that states: A confused customer buys nothing. This isn''t a good thing, from a variety of angles.

Customers 149

Customers Touchpoint Brands Customer Experience 149

Wired and Dangerous

JANUARY 20, 2015

'Customers today are Picky– more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. They are well-informed about choices, smarter in choice-making, and selective in whom they elect to join. They are Fickle –much quicker to leave if unhappy. They not only show a lower tolerance for error, they will exit just on account of plain old indifferent service.

Connections 133

Connections Airlines Social Media Insurance 133

Storyminers

JANUARY 22, 2015

'I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 129

Customer Experience eBook Customer Experience Design Employee Experience 129

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

InMoment XI

JANUARY 21, 2015

The North American International Auto Show is on right now in Detroit. Since there is so much good product out there, what becomes the differentiator? A few thoughts from the floor of the show. Until next time.

Video 200

Video 200

CX Journey

JANUARY 20, 2015

'Image courtesy of Sam Droege What on earth is an earworm? And what does it have to do with customer experience? The first time I heard this word, I had a completely different idea of what it was. I had to look it up. So what is an earworm ? According to Wikipedia , it is: a catchy piece of music that continually repeats through a person''s mind after it is no longer playing.

Brands 127

Brands Customer Experience Professionals Connections Customer Experience 127

Michel Falcon Experience

JANUARY 21, 2015

'Is customer service average in most industries because we, as consumers, complain too much?For example, take into account your own personal experiences as a consumer. Do you contact a company to acknowledge their great service as quickly as you do when you’ve received bad service?I recently came across a Venture… Read More». The post Customer Service is Average Because We Complain Too Much appeared first on Michel Falcon Customer and Employee Experience Expert.

Customer Service 116

Customer Service Employee Experience Consumers Customers 116

Beyond Philosophy

JANUARY 19, 2015

'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr

Automotive 115

Automotive Marketing Sports Social Media 115

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Tips

InMoment XI

JANUARY 20, 2015

Many, if not most of you, believe effective management of customer experience makes good business sense because it leads to repeat purchasing, increased share-of-wallet, positive word-of-mouth, and a number of other behaviors that enable companies to achieve desired financial and other business results. In fact, faith in these anticipated outcomes has set into motion more.

Customer Experience 200

Customer Experience Financial Customers Management 200

Win the Customer

JANUARY 19, 2015

'Famously, Dr. King once noted that “Life’s most persistent and urgent question is: ‘What are you doing for others?’” This question is important, not just for individual citizens but for small businesses to consider as well. In the spirit of Dr. King and his message, Americans have also begun observing the MLK Day of Service, […].

Customer Engagement 107

Customer Engagement Engagement How To Culture 107

SuiteCX

JANUARY 19, 2015

Yep, we’ve been at this a while. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys Engagement Customers Leadership 100